Strategic Workforce Planning & Scheduling Lead

1-800 Contacts; Draper (UT); Hybrid; USD 52,000 - 78,000; Full time

Benefits offered by this job

Free eye exams for your family

Deep discounts on lenses and services

Excellent healthcare coverage

401(k) match

Flexible PTO

Tuition reimbursement program

In-house restaurant with discounted食

Job summary

SeekWell, the parent of 1-800 Contacts, invites a Scheduling Specialist to join our Customer Operations team. You’ll blend forecasting, analytics, and collaboration to ensure staffing aligns with demand across our Customer Department and Distribution Center.

Partner with Operations and Intraday teams to anticipate needs and provide data-driven recommendations that improve both customer and employee experiences.

Qualifications

• 2+ years in workforce management, operations, or call centers.
• Experience with NICE CxOne, IEX, or similar Workforce Management platforms.
• Experience modeling attrition, shrinkage, and learning curves for staffing.
• Strong analytical skills to interpret data and present results in Excel.
• Exceptional communication to engage stakeholders and build relationships.
• Proficiency in Excel/Word; attention to detail for analysis and optimization.
• Willingness to work 3 days per week onsite in a hybrid model.

Responsibilities

• Make mid-term staffing/scheduling adjustments using CxOne/IEX to hit service level goals.
• Manage schedules, PTO, vacation, time off allotments, channel OUs, and schedule changes for optimal coverage and compliance.
• Maintain the Long-Term Capacity Plan and reconcile Actuals vs Forecast weekly to trigger hiring requests.
• Analyze volumes, attrition, trends, and variables; track/report metrics and recommend adjustments for productivity.
• Conduct ad hoc data pulls/analysis/forecasting for partners using historical data and seasonality.
• Communicate insights, risks, adjustments, and recommendations to leaders to boost efficiency and readiness.

Skills

Workforce management

Operations experience

Call centers

Analytical skills

Excel

Communication

Tools

CxOne/IEX

Job description

SeekWell, the parent of 1-800 Contacts, invites a Scheduling Specialist to join our Customer Operations team. You’ll blend forecasting, analytics, and collaboration to ensure staffing aligns with demand across our Customer Department and Distribution Center.

Partner with Operations and Intraday teams to anticipate needs and provide data-driven recommendations that improve both customer and employee experiences.